Year: 2015
Type: article
Abstract: The establishment of an organizational help desk (HD) is to provide technical support to users when they encounter technical problems related to hardware, software and network connections. Due to the lack of resources, users often have to wait for a considerably long time before their enquiries and problems are answered and solved. This paper discusses the background of HD and its existing challenges. The application of Knowledge Management (KM) techniques and Knowledge Management System (KMS) enables HD to manage its knowledge effectively. In addition, the combination is capable of relieving the overloaded HD by shifting some of the troubleshooting responsibilities to users.
Source: Communications of the IIMA
Authors: Nelson K.Y. Leung, Sim Kim Lau
Institution: University of Wollongong
Language: English
Subfield: Communication
Field: Social Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2157421966